to never book a car with the terrible HERTZ again

[Checkmate]

Booked a 7 seat hire car on the 28th June, for me, DH, 4DCs. My parents are holidaying with us and booked a smaller car on same day. For Perugia Airport in Italy, on 17th July. Gave credit card details to pay aprox £1,100.

Today, someone from my husbands work (who are organizing our flight) called Hertz to confirm our arrival time. They were told that the 7 seater wasn't available, and we had been informed of this.

We hadn't been informed of this! We'd have turned up on Saturday with 4 children of 7 and under, to find no way of traveling to our villa an hour a way!

I've phoned Hertz back, they admitted that I should have been told the car would be requested but to await a call to confirm it. I was not told this at the time. The woman today also said I should have been phoned back to be told that the 7 seater wasn't available within a few days of booking, that she could see on the system this hadn't been done, but that "it is a misunderstanding and not Hertz's fault". WTF? As far as I understood it, I had booked and paid.

She reluctantly put in another request for the car "on the system" but it was rejected. I have managed to get hold of the phone number for the Hertz branch in Perugia. It is continually engaged, or just not answered. I'll of course keep trying.

Just going online to see if another company has a 7 seater available. If it does we'll cancel my parents car with Hertz, as easier to have both with same company.

I will never book a car with Hertz again; aside from the actual chaos of the car not being available, the girl was surly and refused to put me through to a manager. She put the phone down on me at one point - and I was not swearing or ranting and raving at her; I don't do that. I phoned back and the second person was a bit more helpful; gave me the branch phone number at least. Again, said no to putting me through to a manager.

Instead of taking my DC to the park this afternoon, I'm fobbing them off with tv and spending the afternoon trying to find a large car at short notice. I am so upset.

OF course, IANBU to say I will never book a car with Hertz again, and to want to let the world know about it.... am I?

whomovedmychocolate; I'm trying that too but no joy so far. Very open to all suggestions in case I've missed something.

At the prices you are quoting would it not be cheaper for you all to drive overland in your own car?

Yes that would be much cheaper, whomoved, you're right!

For several long and complicated reasons it may not be best in the long run. But we need to consider it, thanks.

any news? sorry, I haven't had any luck my end, I'm on holiday and DH made me leave my filofax at home (yes, I'm old school), so I've only been able to contact people I had stored in my mobile.

I don't know if there's anything else I can do right now, let me know what you've decided

Update: I talked to my parents last night; they were fantastic. It turned out they'd already booked an automatic, and they can add me to the insurance. I'm one of 5 kids, so my parents know the hassles and extra expense involved in a large family!

They're now going to get the train when they go on little trips, leaving that car with us, and when they're at the Villa we'll do more together than we had initially planned, so that they can bring one of our kids. So although I will have to do some driving, it won't be for the first few days, so I'll have a bit of time to watch and learn. The thought of getting off the plane and driving for an hour (for the first time ever on the right) was freaking me out.

I've booked a 5 seat estate through Elephant, which we pick up from Auto Europe. We do have to wait and hear if its confirmed, but they made that clear upfront, unlike Hertz. There seems to be plenty of availability of full size cars, (albeit at inflated prices) so if they don't confirm that then we'll find something with someone, I know.

Haven't heard back from Hertz yet. Don't think they care about their actions costing us more money (we've had to pay more for the car now than we thought we'd paid for the 7 seat) and loads of stress.

Thanks so much for the help everyone! (Especially Scattered - have a great holiday! Finding Elephant was through you, and they were showing more choice than anyone else.)

Dear Blogger,

I work for Hertz and we came across your post regarding your rather poor experience with one of our locations. We have been trying to resolve this issue and contacted the location on behalf of you to investigate further. We truly are sorry for this situation that you are in. Location you originally planned to get the car from confirmed that they had no 7 seaters until the end of September.

We can offer you two other options that may help you. We can offer you two vehicles; for you and also for your parents and we are willing to refund the cost of one of the rentals after you may rent. The second option would be that if you can manage to get a seven seater from an alternative hire company we can then refund the difference. We are hoping that one of these options can help you for July 17th travel plans.

Our customer service team is waiting for your phone call. Please call our call centre at 020 73 65 33 69 and quote file reference # 4305252 so that we deal with this as quickly as possible. Another way to contact us is also emailing your inquiry to [email protected] email box. We will keep an eye out for your email. Please also mention the blog site in your email and the reference number above.

Again, we are truly sorry for this problem and we want to make this right to you and your family. Please accept our humble apology.

Gulsah at Hertz

Whooo hoooo for Hertz

Ah-ha, Hertz, now that is what we like!

Oh my goodness! I only just saw this! Phoning now to see if for real!

on hooooold

Reservations answered and said they can't help me as its a customer relations ref number, not a reservations one.

Sending an email now. See what the morning brings, and will update mnet then.

No one had responded to my email, so I phoned this am. Was on hoooold for 35 minutes!

But eventually was passed through to someone called Jonathan, who was very lovely.

Awaiting an email from him confirming a decent-ish offer. When I get it I'll confirm whether or not I do recommend Hertz.

Still no email, Hertz. (Since you seem to prefer posting on this thread to responding to me directly)

Good news! I just got the confirmatory email from Hertz. They will refund the difference between what I would have paid with them, and the extra I'm having to pay elsewhere, and refunding what we pay for me to be added as additional driver on my parents car. They also apologised.

Of course, we're still stuck with a 5 seat estate, which means hassle for us and my parents. But at least we're not additionally out of pocket.

It is very interesting that they ignored my phone call and email of complaint, but clearly are trawling the internet to deal with the bad publicity given out by those (like me) who decide to name and shame.

However, I would consider using Hertz again after this; I'd just check and double check whether something is actually booked, or on request.

Thanks for the help everyone. And MNHQ, thanks too, I'd have never got the refund without mumsnet.